Senior Technical Support Engineer - XSIAM

Job Summary

As a Senior Technical Support Engineer for Focused Services, you will deliver a personalized customer experience to ensure the successful adoption and operation of Palo Alto Networks products. You will develop a strategic partnership with customers and their Technical Account Manager to mitigate risks, troubleshoot complex technical issues, and provide proactive guidance. In this role, you will provide escalation management for critical technical issues, acting as a virtual member of the customers team to accelerate their time to value.

Responsibilities

• Provide reactive and proactive technical support, including configuration reviews and best practice guidance, to a dedicated portfolio of high-value customers.
• Manage and prioritize support cases effectively, ensuring all issues are meticulously recorded, tracked, and resolved in a timely manner.
• Perform advanced fault isolation and root cause analysis for complex, multi-faceted technical issues across diverse network environments.
• Proactively collaborate with internal teams, including development, to reproduce customer issues and drive resolutions for complex problems.
• Develop and publish technical documentation, such as support bulletins and knowledge base articles, to simplify complex topics for customers and internal teams.
• Maintain secure, detailed, and customer-specific documentation to streamline current and future troubleshooting efforts.
• Travel to customer sites as required to partner with Technical Account Managers and provide hands-on support for key accounts.

Qualifications

Required Qualifications

• 5+ years of experience in a client-facing technical support, network engineering, or systems engineering role.
• Demonstrated experience with TCP/IP and advanced routing switching protocols (e.g., OSPF, BGP, VLAN, STP).
• Hands-on experience with Palo Alto Networks products and technologies.
• Proven ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Flexibility to work non-standard shift hours as required, including afternoons, evenings, and weekends.

Preferred Qualifications

• Experience with authentication protocols such as RADIUS and TACACS+.
• Excellent verbal and written communication skills, with the ability to articulate complex technical issues to both technical and non-technical audiences.
• Experience summarizing critical situations and presenting technical findings to senior stakeholders.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.